Remote Global Head of Customer Success & Experience

Pro Coffee Gear; Manila; Remote; PHP 7,524,000 - 11,285,000; Full time

Benefits offered by this job

Remote-first team

Global distributed team

Collaborative culture

Job summary

Pro Coffee Gear, a rapidly growing coffee equipment brand, is seeking a Head of Customer Success to lead our global customer experience from a remote position. You will own the end-to-end journey, define scalable strategies, and drive KPIs across a distributed team, coordinating with marketing, sales, and logistics to ensure satisfaction and loyalty.

The role demands 5+ years in customer success operations, including leadership, with strong communication, analytical skills, and a passion for

Qualifications

• Minimum 5 years in a client-facing operations or customer success role, with at least 2 years in a leadership capacity.
• Background in e-commerce operations; Shopify and QuickBooks experience strongly preferred.
• Outstanding written and verbal communication skills.
• Strong analytical and problem-solving skills with attention to detail.
• Familiarity with professional coffee equipment or the specialty coffee industry is a significant advantage.

Responsibilities

• Own the end-to-end customer experience and define scalable customer success strategies to support growth.
• Establish and track KPIs, processes, and team goals aligned with business objectives.
• Build, manage, and mentor a high-performing customer success team, including support, aftersales, and service coordination.
• Enable the consultative sales process through client communications across email, SMS, and social platforms.
• Oversee accurate and timely quote and invoice creation using Shopify, QuickBooks, and other tools.
• Support third-party and social commerce sales channels in coordination with marketing and sales teams.
• Manage client onboarding and equipment setup, coordinating installations with technical service partners.
• Respond to customer inquiries regarding product use, service needs, and ongoing support.
• Facilitate additional orders of accessories, filters, or parts, including sourcing specialty items not listed online.

Skills

Leadership

Customer success

Communication

Analytical thinking

Tools

Shopify

QuickBooks

Job description

Pro Coffee Gear, a rapidly growing coffee equipment brand, is seeking a Head of Customer Success to lead our global customer experience from a remote position. You will own the end-to-end journey, define scalable strategies, and drive KPIs across a distributed team, coordinating with marketing, sales, and logistics to ensure satisfaction and loyalty.

The role demands 5+ years in customer success operations, including leadership, with strong communication, analytical skills, and a passion for